Frequently Asked Questions
Buying Your Kitchen from Flat Pack Kitchens
We're sure you have plenty of questions about buying your kitchen from Flat Pack Kitchens. We have tried to answer as many questions as possible within the site, but we've added a few additional questions (and answers) in the page below. We hope it helps, but if you still have anything you are unsure about please call us on 02920 007948 where one of our customer service team will be on hand to answer your queries.
How long will it take to be delivered, once I've placed my order?
You will be given a delivery date at the checkout, before the payment is made. Once the order has been dispatched, it will be on a next working day delivery. Grampian and Highlands are 3-4 working days.
How will my order be delivered?
It is an all day delivery service with DX and can be delivered between 8am to 7pm. We are unable to supply you with a delivery time for this delivery. Please do not book your fitter for the date of kitchen delivery. The drivers are unable to call before the delivery is attempted. Larger orders can sometimes be delivered on a pallet separate to other the other items you have ordered. Pallets and individual boxes can arrive at different times on your delivery date. If you have additional delivery information, that could help ensure the delivery runs as smoothly as it can, please let us know and we can pass on the information.
Please note: Please ensure someone is available to help the driver unload. The delivery is a one man kerbside delivery. The delivery drivers are unable to bring the items in to your property. They may require help, especially with heavy and bulky items, such as the larder units.
How much is delivery?
Delivery to most of the UK is £15
Delivery to Grampians and Highlands is £60
These delivery prices are standard, regardless of the size of the order.
Do you Deliver to the Whole of the UK?
Unfortunately we are unable to deliver to the Isle of Wight, Isle of Man, Isles of Scilly, Northern Ireland, Republic of Ireland and the Channel Islands or offshore.
What happens if the item arrives damaged?
In the event that the package arrives damaged, you must sign for as damaged with the courier and let us know.
If, once unpacked, there are any damaged items please inform us immediately and we will endeavour to resolve the situation as soon as possible. You will need to send a picture of the damage. As this helps us resolve the problem quicker.
Please do not assemble any units that are damaged. Any items which have been constructed or fitted before the damage is reported, could prevent us from offering a replacement or refund.
What happens if items are missing?
Please check that you have received the correct amount of boxes that you are requested to sign for. Once the items have been delivered and unpacked, please let us know of items that are missing within 5 days. Please unpack all the boxes you have received, before contacting us, as our supplier can add the accessories to the larger boxed items. Please also check to see if you have ordered the item against your order confirmation. Any items reported missing after this time frame, will be investigated and if the order has been confirmed that it was dispatched complete, we will not be able to send replacements.
Do you do samples and catalogues?
We don't have any catalogues or price lists, all our products are listed on our website. We do however have the option to buy sample doors for £10 including delivery. If you do then place an order over £500 we will refund for the cost of the sample doors (up to £30 per customer/household). Our Timber Framed sample doors are £30 each and if you do then place an order over £500 we will refund for the cost of 1 sample door (£30 per customer/household).
Do you accept returns?
Yes, we offer a no-quibble 30 day returns policy on all orders. Please note we do not arrange for the collection of unwanted goods, or for the cost of returning the goods back to us. You would need to arrange and pay for this yourself. We are unable to accept parts of items back for a refund or exchange, if they have been ordered as a complete unit.
Please note: We can only accept returns for items that are in their original packaging have not been assembled/fitted.
Please send the items back to this address:
Flatpack Kitchens
c/o Cool Blue Group, JR Quarter, Office 9, Moy Road Industrial Estate, Taffs Well. CF15 7QR. UK.
Can my order be changed, once it's been placed?
Unfortunately we are unable to change or amend orders once they have been processed by us. We process these orders directly with our supplier, who use an automated system that we are not able to change once the order has been placed.
Can the delivery date be changed after I have placed my order?
On some occasions we can arrange to delay the delivery date you are given at the checkout. Please contact us before you place your order, to check if this option is available. Unfortunately any requests after this time, we will not be able to delay the delivery. Delivery can only be arranged Monday-Friday. Unfortunately, we are unable to deliver the order sooner than the date given at the checkout. This is our standard lead time for all our products.
How are the the drill hole position on the doors?
You can choose to have each door undrilled or drill on the left or right hand of the door (as you look at the front of the door). If you require the door to open from the left, please select drill holes on the right. If you require the door to open from right, please select drill holes to be on the left.
If you choose for the the door to be pre-drilled the drill holes are set 98mm from the top and 98mm from the bottom of the door.
Do you export outside the UK?
Unfortunately we are not able to export outside the UK. Please note, we also do not send orders to freight forwarders. The products and packaging are designed for delivery to residential customers. Please note, if deliveries are delivered to freight forwarding companies, the liability is on you, the customer, to report any damages within three days of delivery to the delivery address. We are not able to offer any resolution to products damaged during transit from the freight forwarding company to your final destination.
Do you offer a design facility?
This is not something that we are able to offer. We try to keep our prices competitive, so we do not have the facility to offer a design service or quote service. We are more than happy help with any questions you have or if you need any further information. You can call us Monday-Friday 9am-5pm, email us or message us through our chat box.
Do you offer a made to measure service?
We do not offer a made to measure or bespoke service. All the door sizes and cabinet sizes we have, are available on our website.
Need help finding the correct door size for the cabinet you have chosen?
If you click on the cabinet you require, the door size options should be listed within the product information. If these are not there, then please do hesitate to contact us and we can add that information on for you.
Do you give additional discount on your web prices?
Yes, we're happy to offer an additional 5% on orders over £2000 or 10% on orders over £5,000. Don't worry, we'll automatically apply it for you within your basket, so you don't need to do anything to qualify. The discount can only be applied on each order totalling £2000 or £5,000 respectively, not be split across multiple orders that make up that amount.
Can you check Stock?
Most of our products are sent directly from our supplier, so we are unable to check stock. We do try to keep the website updated, should we be notified if any items are out of stock or that there could be a delay in them being delivered.
